NHS Test and Trace FAQ’s

FAQ’s about the NHS COVID-19 app

Guidance for downloading the app to android phone.

Guidance for downloading the app to an apple phone.

What should I do if the app tells me I’ve been near someone with Coronavirus (COVID-19)?

If you’ve got an alert telling you that you’ve spent time near someone who has tested positive for Coronavirus (COVID-19), then you will have to stay at home for 14 days. It can take up to 14 days for symptoms to appear. People in your household will not need to isolate unless you develop symptoms. Guidance for self-isolation can be found at the NHS website.

I want to know more information about postcode alerts

Further information about postcode alerts is available on the NHS website.

I want to know more about checking into a venue

Further information around checking into a venue is available on the NHS website.

How do I report symptoms on the NHS COVID-19 app?

You can enter your symptoms into the app by selecting the ‘report symptoms’ button. You’ll be asked a number of simple questions with ‘yes’ or ‘no’ answers. When you’ve answered the questions, you can check the summary of your answers before you submit. The app will then tell you whether your symptoms mean you may have Coronavirus (COVID-19).

You can report symptoms up to 10 days in the past.

A full list of information around reporting symptoms is available on the NHS website.

What is the self-isolation countdown feature on the app?

You can find full details of the self-isolation countdown feature on the NHS website.

What if I don’t have a smartphone or a mobile phone?

If you don’t have access to a smartphone to download the app and check-in when visiting a public place you may still be required to provide contact details by the business or venue.  Depending on the type of business you may be turned away if you do not either check in or provide contact details.

Is the app safe?

The app will help the NHS understand if the virus is spreading in a particular area, and so councils can respond quickly to stop it spreading further and save lives. The app does this while protecting a user’s anonymity. Nobody, including the government, will know who or where a particular user is.

Further information on how the app works is available on the NHS website.

What if I don’t want to download the app?

It is not mandatory to download the app; however, the app provides an easy and efficient way for you to check-in at any venue that you visit. This will support the current track and trace system in place, which will help us to protect our loved ones and our communities from further passing on the virus to more vulnerable people. If you don’t download the app, you may still be required to provide contact details by the business or venue.  Depending on the type of business you may be turned away if you do not either check in or provide contact details.

FAQ’s for businesses who are required to participate in contact tracing for the NHS.

Does my business need to participate?

The types of businesses listed on the government website are required to participate.  It includes food and drink, leisure and tourism and close contact services. 

What does this require of me and my business?

In short you are required to request and retain details of visitors entering your premises for 21 days and to pass these details to NHS Test and Trace should they be requested.  In addition, from Thursday 24 September you are required to display a QR code to allow customers to check in.

What information am I required to keep?

Visitors can check in using the QR code and the NHS App, in this case you are not required to take their details.  For customers that can’t or don’t want to use the NHS App you must record their name and a telephone number or email address.  For groups you can record the details of one member of the group and the number in the group.  You must also record the time and date of entry.

Are there any exceptions?

The only people you do not need to collect information from are on duty police officers, other on duty emergency responders, courier/delivery/postal workers and those under 16.  Everyone else, including staff should be checking in or providing contact details.

What if a customer refuses?

For hospitality businesses; cafes, restaurants, pubs or similar you must deny them entry.

Further info for businesses on QR codes for the NHS COVID-19 app

In addition to those required to display QR posters the NHS has a list of premises where it is desirable that they be displayed, for other businesses it is up to you.

Further details on which venues should be displaying QR posters is also available on the NHS website.

How do I create a poster? 

You can create a poster by visiting the government website.

A step by step guide on how to do this is also available at the government website. 

What if I don’t have access to a printer?

If you don’t have the facilities to print a poster out, you can instead display this on a digital screen or a tablet for customers to scan.

Where do I need to display my poster in my business?

You need to display your poster clearly in your venue, in a way that is accessible for all visitors. Further information on how to display your QR posters is available on the government’s website.

Further Guidance

Further guidance on maintaining records of staff, customers and visitors to support NHS Test and Trace is available on the government’s website

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